After spending one year of research into every aspect of the AppleRetail Store for my book, The Apple Experience, there’s very little new information that surprises me. However, sometimes people leak information that can teach all of us a lot about running a successful business, communicating brand messages effectively, and enhancing the customer experience.
One such piece was recently leaked and posted on the tech site, Gizmodo. The title, How To Be a Genius: This is Apple’s Secret Employee Training Manual. According to Gizmodo Senior Staff Writer, Sam Biddle, “We read Apple’s secret Genius training manual from cover to cover. It’s a penetrating look inside Apple: psychological mastery, banned words, roleplaying—you’ve never seen anything like it.” This description alone should teach you a lot. It reinforces the fact that nothing at the Apple Store is taken for granted. From the way you are greeted when you walk into the store to the way Genius Bar experts (technical/troubleshooting specialists) communicate with agitated customers, Apple carefully considers the experience its customers have at every touch-point.
Cultural Diversity is a major factor in hotel staffing, marketing and positioning in today's global environment. "Making it Real" means identifying the components of cultural identity and embracing those components to improve the hospitality workplace and the organization.
Diversity is an issue being addressed globally on an every day basis. This short piece uses the approach taken by a major US University to address the many components of diversity and inclusion.
To Starbucks, baristas are not just baristas--they are ambassadors of brand, merchants of romance, disciples of delight. The company recently invested millions in a "Leadership Lab" designed to drill that message in for 9,600 store managers. So did it work?
To understand recent trends in hotel food and beverage departments, PKF-HR studied the financial performance of hotel restaurants, lounges, and catering departments for the period 2000 to 2010.
This column featured in Forbes highlighs some new chefs taking charge of prominent hotel dining rooms and their commitment to sustainable seafood, locally sourced produce, artisanal breads and cheeses, and more......
HOSPITALITYEDUCATORS.COM FACULTY MEMBER DAVID BRUDNEY HAS GENEROUSLY AGREED TO SHARE SOME OF HIS EARLIER COLUMNS THAT GENERATED READER FEEDBACK AND INTEREST
General Managers Workshop: Managing Today's Hotel Sales Teams
Ozone laundry systems are a well-known option for hotel operators seeking to reduce costs and/or implement a stronger environmental program. Ozone laundry is a key component of both efforts. An additional attraction of these cost saving programs is that ozone laundry can be installed in an on premise laundry with no disruption to either the operation’s outputs or its workers.
While tourism has increased globally over the last decade, the U.S. slice of those travelers has fallen, due in large part to complicated visa procedures and heightened security that followed the Sept. 11 attacks. The U.S. had a 17 percent slice of the global tourism spending in 2000, but that has fallen to just over 11 percent today. About 6 percent of tourists globally last year came to the U.S. – that's behind France.
In July 2012, Google launched what we call a "masterpiece" - Google Now! It's a super intelligent personal assistant for Google's Android. Google Now performs actions that are similar to what Siri does, but Google Now is significantly superior in terms of use cases handled and the functionalities supported. In our view, Google Now and Apple's Siri cannot be compared at all.
Dr. Bjorn Hanson, Divisional Dean Preston Robert Tisch Center for Hospitality, Tourism, and Sports Management NYU School of Continuing and P Dr. Bjorn Hansonrofessional Studies (NYU-SCPS)
Customer relationship management, often shortened to CRM, is becoming more of a way of life and an imperative for organizations that want to grow their revenues and profits.
While tourism has increased globally over the last decade, the U.S. slice of those travelers has fallen, due in large part to complicated visa procedures and heightened security that followed the Sept. 11 attacks. The U.S. had a 17 percent slice of the global tourism spending in 2000, but that has fallen to just over 11 percent today. About 6 percent of tourists globally last year came to the U.S. – that's behind France.
In July 2012, Google launched what we call a "masterpiece" - Google Now! It's a super intelligent personal assistant for Google's Android. Google Now performs actions that are similar to what Siri does, but Google Now is significantly superior in terms of use cases handled and the functionalities supported. In our view, Google Now and Apple's Siri cannot be compared at all.
